BANKING
Are you a Trusted Advisor to your clients?
Our partner software Encompass-CX breaks down clients' perceptions of your business - from Antagonistic to Trusted Advisor. Incorporating fact-based data (like support tickets, emails, and phone calls), Encompass-CX goes beyond customer satisfaction to provide insights and recommend actions a survey would leave unnoticed.
​
Does your company stack up with the industry average for client perception?
Your Clients?
?
Success Stories
Client
​
Leading North American Bank
Challenge
-
Reduce customer defections
-
Improve customer climate
-
Increase revenue from fee-based products
Brookeside Approach
-
Customer climate feedback (branch level)
-
Leadership training for branch managers
-
In-branch action teams
-
Cross-branch learning
RESULTS
Increased customer retention (92% of target customers)
​
40% increase in revenue from fee-based products in one year
​
20% improved profitability from branch operations in one year
RESULTS
65% increase in product applications
​
Improved customer climate
​
Increased revenue per customer
-
Restructure the Corporate Bank for improved customer focus
-
Identify and meet the full range of needs of target customers
-
Develop teamwork among account managers and product sales groups
Brookeside Approach
-
Feedback on customer needs and perceptions of services
-
Retraining of relationship managers
-
Redefinition of product expert role to support "total team banking"